It might be a widespread cliché for a BPO company to “try the old-school way”, but there is nothing less-simple about how businesses will interact with customers in the period of crisis or years ahead. The competitions will be more cutthroat for improving customer support services; employment of new technologies and engagement in new channels will be common, greater access to performance tracking and usage of new metrics will be in demand. Amid new innovations and initiatives, BPO firms still need to be old-school while offering inbound call center services. The goal above everything is to create relationships with customers that last…create relationships that hold value.
While drafting plans and figuring out the role of inbound support services in 2020 and beyond, a greater emphasis is put on human touch. New tools and technology will be used for augmenting agent skills so that customer care services do not lack human connections. It will turn customers into emotion-heavy, multi-faceted individuals, and not just a random buyer, irrespective of industries.
In the pursuit of shaping the customer experience, inbound call centers services can play a pivotal role in different industries.
Large networks and micro-interactions for Ecommerce
“Have you tried that new French bistro downtown? Their escargots are to die for.”
“I would never use their website ever again. Their delivery sucks!”
We all have had such conversations with colleagues or friends, but little do we know how these conversations impact a brand image, especially ecommerce brands. These are micro-interactions that can be shaped by an ecommerce call center with large networks. Their task is to influence customers about your brand, even if people are enquiring about your product or service for the first time. They focus on creating positive experiences with customers by providing excellent customer support services.
You could be losing hundreds of dollars and potential customers because a single negative experience impacts others’ decision making. Thankfully, inbound services from a leading BPO company take care of micro- interactions that positively impact a brand image.
From account-driven to customer-driven – the shift for BFSI
When it comes to customer experience, a paradigm shift is threatening the survival of many financial services companies. Make no mistake; adjust to the new realities and market demands as quickly as possible. To adapt to this new reality, financial service outsourcing is chosen by many industry leaders. It is to create exceptional, end-to-end customer experiences using the latest techniques in inbound support services.
A major shift from account-driven to customer-driven operations is the need of the hour. This shift will encourage BFSI companies to look at the lifetime value of customers on the whole, with an eye for key objectives:
- Profit maximization and
- Paying attention to the high-valued market segments
Technology has also helped companies develop modern financial services as per customer demands. As blockchain-based services are increasing in popularity, tech support process outsourcing will help customers get answers to their inquiries more accurately and promptly.
Outsourcing doesn’t have to cost an arm and a leg unless you choose a financial services call center in Jamaica or Tirana where quality of customer service and data security won’t be compromised for affordability.
After-hour availability, bill collection, and back office for Utility
Utility companies need to consider financial restructuring, power distribution, keeping up to utility demands, repair and maintenance of distribution cables and pipes, fix overloaded circuits, water purification, and many different tasks. While taking care of core functionalities, they often overlook customer service. A BPO company can be the lifeblood for the utility sector where customer experience speaks the ultimate words.
Providing consistent customer information, streamlining Customer Relationship Management becomes easy with call center support. Besides, the call center also provides back office support services to Utility industry like bill collection, accounting, and legal services.
Actionable intelligence and sentiment-driven analytics for higher education environment
Higher education environments are facing multiple challenges like intense competition and subtraction in subsidies from the government. Getting more undergraduate students with an increased level of loyalty will lead to student retention. Call centers orchestrate the student-institution engagement with actionable intelligence from inbound support agents. It includes clever usage of bots for meaningful chat conversations and first contact resolutions diving deep into conversations with helpful tips, and seeking feedback can turn a casual enquirer into a loyal student. The best way to improve customer support services is by paying attention to the students’ intent and sentiment.
Active engagements and patient- experience innovation for Healthcare
COVID-19 disaster is putting a lot of pressure on overburdened healthcare systems across the globe. It overwhelms the capability of hospitals, outpatient care, and emergency departments. Critical employee shortage, supplies, and space can negatively impact the business. Outsourcing to a BPO company for inbound support services can help the healthcare sector will not just boost their customer service but will also help with billing service, appointment scheduling, emergency helpline, telemedicine support, and tech support services for better patient care and administrations.
Customer expectations are growing, and interfaces are turning out to be more customer-centric. Forward-thinking businesses are transitioning from using technology with ample buzz, which is hardly understood by customers to a process where customers are at the center of technology. Delivering consistent and personalized customer experience through omnichannel inbound services has proven to increase satisfaction to all-time highs.
Also Read : How Can Hospitality Industry Benefit From A BPO